Cowa Business Centre and Market Hub
Website: https://cowa.co.ke
Contact: admin@cowa.co.ke
Effective date: 21 October 2026
1. Introduction
This Payment, Commission and Vendor Payout Policy explains how payments, marketplace commissions, vendor earnings, refunds and payouts are handled on Cowa Market Hub (“Cowa,” “we,” “our” or “us”).
Cowa operates an online marketplace where independent vendors can offer digital products, eBooks, courses, event tickets, coaching and consultation services, clothing, printed books, electronics, home appliances and other approved products or services.
By purchasing from Cowa or registering as a vendor, you agree to the provisions of this policy and the applicable Terms and Conditions.
2. Accepted Payment Methods
Customers may pay for eligible products and services using the payment methods made available at checkout.
These may include M-Pesa payments processed through IntaSend and other payment options introduced by Cowa from time to time.
Payment methods are subject to availability, provider approval, technical functionality and applicable transaction limits.
Customers must provide accurate payment information and follow the instructions displayed during checkout. Customers should never share their M-Pesa PIN, banking password or other confidential payment credentials with Cowa or a vendor.
Cowa does not ask customers to disclose their M-Pesa PIN to complete an order.
3. Payment Confirmation and Order Processing
An order is considered paid when the applicable payment provider confirms that the payment has been successfully completed and the transaction is verified by Cowa’s systems.
A payment request, STK Push notification, pending transaction or customer screenshot alone does not necessarily constitute confirmation of payment.
Once payment is confirmed, Cowa may update the order status and allow fulfilment in accordance with the product type and the applicable order terms.
If a payment fails, remains pending, is duplicated or is reversed, Cowa may delay fulfilment while the transaction is investigated.
Customers should contact Cowa at admin@cowa.co.ke if they believe they have been charged without receiving the corresponding order confirmation.
4. Cowa Marketplace Commission
Cowa’s intended standard marketplace commission is 10% of the applicable commissionable sale amount, unless a different rate has been expressly agreed with a vendor in writing.
For a sale with a commissionable amount of KSh 1,000, the standard calculation is:
- Sale amount: KSh 1,000
- Cowa commission at 10%: KSh 100
- Vendor share at 90%: KSh 900
This example illustrates the standard commission arrangement before any separately applicable payment-processing charges, refunds, taxes, shipping adjustments or other agreed deductions.
The commissionable amount and treatment of taxes, delivery charges, discounts and payment-processing fees will be determined by Cowa’s vendor terms and the applicable checkout and marketplace configuration. Cowa will communicate any applicable deductions or different commission arrangements to affected vendors.
Cowa reserves the right to revise its commission rates by giving reasonable notice to affected vendors. A revised rate will not ordinarily be applied retrospectively to completed transactions unless required by law or agreed with the vendor.
5. Vendor Earnings
A vendor’s earnings are calculated from completed and verified sales, less the applicable Cowa commission and any properly disclosed, applicable deductions, adjustments or refunds.
The displayed order total may not always be identical to the amount payable to a vendor. This may occur where delivery fees, taxes, discounts, refunds, payment-provider charges or other agreed adjustments apply.
Vendors are responsible for ensuring that their product descriptions, prices and other listing details are accurate and that their products and services comply with Cowa’s marketplace rules and applicable law.
6. Vendor Payouts
Cowa intends for vendors to receive their eligible share of completed sales after the applicable commission and adjustments have been accounted for.
Vendor payouts may be processed manually or through an approved payout arrangement, depending on the payment and marketplace systems available to Cowa.
Unless a separate written agreement specifies otherwise:
- Vendor earnings must be verified before payout.
- Payouts may be subject to payment-provider settlement, account verification, transaction checks and any necessary fraud-prevention reviews.
- Cowa will communicate the available payout method and applicable processing schedule to vendors.
- Vendors must provide accurate payout details and are responsible for keeping those details secure and up to date.
- Cowa may temporarily hold a disputed or suspicious transaction while investigating it or meeting a legal or payment-provider requirement.
Automatic payouts are not guaranteed. A completed customer payment does not, by itself, mean that a vendor’s share has been automatically transferred. Vendors should rely on the payout status or confirmation provided by Cowa.
Cowa will communicate any minimum payout amount, payout frequency, processing fee or other payout condition before applying it to vendors.
7. Payout Delays and Failed Transfers
Payouts may be delayed because of payment-provider settlement periods, incorrect vendor details, network interruptions, technical failures, compliance checks, disputes, refunds or circumstances beyond Cowa’s reasonable control.
Where a payout fails, Cowa may request corrected details or additional information before attempting another transfer.
Vendors should not treat an order as paid out until the relevant transfer has been confirmed. Any suspected missing or incorrect payout should be reported to admin@cowa.co.ke with the relevant order reference and transaction details. Vendors should not send passwords, PINs or other confidential credentials in support requests.
8. Refunds, Cancellations and Reversals
Refunds and cancellations are governed by Cowa’s Refund and Cancellation Policy, the product listing, applicable vendor terms and relevant consumer-protection law.
Where a refund, payment reversal or chargeback affects a completed sale, Cowa may adjust the related vendor earnings and commission to reflect the final transaction outcome.
If the vendor has already received payment for an order that is subsequently refunded or reversed, Cowa may recover the appropriate amount from future eligible earnings or arrange another lawful recovery method, subject to applicable law and the vendor agreement.
Refunds are subject to verification and the payment provider’s procedures. Processing times may vary depending on the payment method.
Nothing in this policy removes a customer’s rights under applicable Kenyan law.
9. Digital Products and Services
Digital products, eBooks, online courses and other digital content may be delivered electronically after payment confirmation, subject to the product listing and any stated access conditions.
Event tickets, coaching sessions, consultations and training services may have additional booking, attendance, rescheduling or cancellation terms disclosed by the vendor.
Customers should review the relevant listing and Cowa’s Refund and Cancellation Policy before purchasing. Vendors must accurately describe the content, access arrangements and fulfilment conditions of their offers.
10. Physical Products and Delivery Charges
Physical products may attract shipping or delivery charges displayed at checkout or otherwise communicated before the customer places an order.
Vendors must follow the applicable fulfilment and delivery arrangements and provide accurate delivery information where required.
The treatment of delivery charges, delivery-related refunds and shipping taxes will follow the applicable listing, vendor terms, checkout configuration and Cowa’s Shipping and Delivery Policy.
11. Taxes and Legal Compliance
Vendors are responsible for providing accurate business and tax information where required and for meeting their own tax, licensing and reporting obligations under applicable law.
Cowa may collect, display, report or remit taxes where required by law or where the relevant marketplace arrangements require it. The treatment of tax depends on the nature of the transaction and applicable legal requirements.
The commission example in this policy is illustrative and should not be interpreted as tax advice or as a statement that all transactions are exempt from taxes or fees.
12. Fraud Prevention and Payment Security
Cowa may review transactions that appear suspicious, inconsistent or potentially fraudulent. Where reasonably necessary, Cowa may delay fulfilment or payout, request additional verification, cancel an order or restrict an account while a concern is investigated.
Cowa will handle payment-related information in accordance with its Privacy Policy and applicable law. Payment processing may involve third-party providers, including IntaSend, which process transactions under their own applicable terms and privacy practices.
Customers and vendors should report suspected unauthorised transactions promptly to the relevant payment provider and Cowa.
13. Vendor Records and Transaction Queries
Vendors should keep their own records of sales, earnings, refunds and payouts for accounting and tax purposes.
For a payment, commission or payout query, contact admin@cowa.co.ke and include the relevant order number, transaction reference, date and amount where available.
Cowa may request reasonable supporting information to investigate a query. Please do not send payment PINs, passwords or full confidential payment credentials.
14. Changes to This Policy
Cowa may update this policy to reflect changes in payment services, marketplace operations, vendor arrangements, technology or legal requirements.
The current version will be published on https://cowa.co.ke. Material changes will be communicated to affected vendors where reasonably appropriate.
15. Contact Information
For questions about payments, commissions, vendor earnings or payouts, contact:
Cowa Business Centre and Market Hub
Email: admin@cowa.co.ke
Website: https://cowa.co.ke
Every Cent Must Be Accounted For.